Head of Customer Experience, MCL
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Job Location:
Los Angeles, CA - USA
Monthly Salary:
Not Disclosed
Posted on:
10 days ago
Vacancies:
1 Vacancy
Job Summary
As a company we promote a culture of honesty and integrity and value the trust it allows us to build with customers and employees alike. Our focus on our people is what sets us apart and keeps our customers coming back to work with us!
If you are seeking to be a part of a family this is the place for you!
Maersk Logistics and Services USA LLC handles end-to-end warehousing and distribution logistics needs utilizing our strategic network of storage facilities. Our facilities are capable of receiving storing processing and dispatching cargo so we can build flexibility and resilience into the supply chain integrated solutions allow us to be prepared for supply chain risks so we can plan distribution to better achieve lead time and goals despite unexpected conditions. Our extensive experience connections and deep expertise across different sectors industries and transportation modes means we can be counted on for process excellence that will save time and money.
Position Overview
The Head of Customer Experience MCL is responsible for leading mentoring and inspiring team members to uphold core business values and deliver exceptional results within the four-walls. This role requires strong leadership abilities a collaborative mindset and a deep understanding of fulfillment delivery and transportation operations. The Head of Customer Experience will manage relationships with clients and internal stakeholders and drive continuous improvement across Contract Logistics functions.
Essential Duties and Responsibilities:
- Provide visionary leadership to multiple teams aligning departmental objectives with the organizations strategic goals and core business values.
- Oversee the development and implementation of performance management frameworks including quarterly reviews and long-term growth plans for all team members.
- Establish clear delegation protocols and drive collective achievement of business targets through cross-functional collaboration.
- Cultivate and strengthen relationships with executive-level clients internal stakeholders and external customers ensuring alignment and satisfaction across all touchpoints.
- Lead talent management initiatives by mentoring coaching and counselling employees and ensuring high-performance standards across the organization.
- Direct the work of multiple functional teams ensuring successful delivery of complex projects and achievement of operational milestones.
- Apply advanced emotional intelligence and conflict resolution strategies to manage escalations and foster constructive outcomes for both internal and external stakeholders.
- Champion an inclusive and progressive workplace culture developing programs that enhance employee morale engagement and retention.
- Design and implement comprehensive training and leadership development programs to enhance workforce skills and organizational value.
- Set and communicate operational strategy vision and tactical direction to drive successful execution of large-scale programs.
- Oversee compliance with customer agreements SOPs and IOPs.
- Develop and maintain executive-level customer relationships proactively identifying opportunities for improvement and resolving dissatisfaction.
- Lead contingency planning and crisis management efforts ensuring robust operational support and business continuity.
- Establish and review key performance indicators (KPIs) at a strategic level leveraging data to drive continuous improvement and operational excellence.
- Travel minimum 25%
Qualifications:
- Excellent interpersonal and communication skills.
- Previous experience in supply chain transportation or distribution required.
- Ability to establish and maintain effective relationships with management staff employees and service providers.
- Exceptional problem-solving skills and proven experience of relationship management through business change and growth.
- Strong analytical and organizational skills.
- Extremely proficient with MS Office programs and strong overall system skills (YMS TMS WMS).
- Strong leadership is attributed with the ability to drive performance across a diverse team of associates in an operation environment.
- Strong development training and coaching skills. Ability to nurture growth and develop a strong bench.
- Financial and analytical acumen in the areas of operations cost management pricing and volume management
- Superior customer service skills and the ability to build strong relationships with clients directly.
- Strong values and a bias for action in decision-making. Candidate must possess solid decision-analysis skills including cost/benefit analysis investment NPV and break-even analysis.
Education or Experience:
- Bachelors degree (BA/BS.) from four-year college or university; or equivalent combination of education and experience.
- Masters degree preferred and higher degree of education.
- 10 years of experience in distribution and logistics industry preferably with a diversity of experiences in manufacturing transportation distribution/warehousing and sales management.
Company Benefits:
Medical
Dental
Vision
401k Company Match
Employee Assistance Program
Paid Time Off
Flexible Work Schedules (when possible)
And more!
Pay Range:
$130000-$150000
*The above stated pay range is the anticipated starting salary range for the position. The Company may adjust this range in light of prevailing market conditions and other factors such as location. The Company will work directly with the selected candidate(s) on the final starting salary in accordance with all applicable laws.
Maersk is committed to a diverse and inclusive workplace and we embrace different styles of thinking. Maersk is an equal opportunities employer and welcomes applicants without regard to race colour gender sex age religion creed national origin ancestry citizenship marital status sexual orientation physical or mental disability medical condition pregnancy or parental leave veteran status gender identity genetic information or any other characteristic protected by applicable law. We will consider qualified applicants with criminal histories in a manner consistent with all legal requirements.
We are happy to support your need for any adjustments during the application and hiring process. If you need special assistance or an accommodation to use our website apply for a position or to perform a job please contact us by emailing .
Required Experience:
Director
Key Skills
About Company
Maersk Line is a Danish international container shipping company and the largest operating subsidiary of the Maersk Group, a Danish business conglomerate. It is the world's largest container shipping company by both fleet size and cargo capacity, serving 374 offices in 116 countries
